| Part 1 Introduction to Business Communication |
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1 Establishing Credibility |
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2 | (24) |
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3 | (1) |
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Chapter Case: Whom Do You Trust as Your Mentor? |
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3 | (1) |
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The Role of Trust in the Post-Trust Era |
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4 | (2) |
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The Role of Competence in Establishing Credibility |
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6 | (1) |
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The Role of Caring in Establishing Credibility |
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7 | (1) |
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Understanding the Interests of Others |
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7 | (1) |
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Cultivating a Sense of Community |
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7 | (1) |
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Giving to Others and Showing Generosity |
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8 | (1) |
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The Role of Character in Establishing Credibility |
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8 | (6) |
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9 | (1) |
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Corporate and Personal Values |
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10 | (1) |
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Open and Honest Communication |
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10 | (1) |
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A Stakeholder View of Accountability |
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11 | (1) |
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Fairness in Business Communications |
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12 | (2) |
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High-Trust Relationships, Ease of Communication, and Improved Work Outcomes |
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14 | (1) |
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How You Can Improve Your Communication Skills |
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15 | (2) |
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17 | (1) |
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Chapter Takeaway for Establishing Credibility |
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18 | (1) |
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19 | (1) |
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19 | (1) |
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20 | (1) |
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21 | (1) |
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22 | (4) |
| Part 2 Principles of Interpersonal Communication |
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2 Interpersonal Communication and Emotional Intelligence |
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26 | (44) |
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27 | (2) |
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Chapter Case: Hard Decisions at Eastmond Networking |
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27 | (2) |
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Understanding the Interpersonal Communication Process |
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29 | (3) |
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32 | (1) |
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33 | (1) |
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34 | (3) |
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37 | (14) |
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38 | (4) |
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Recognizing Barriers to Effective Listening |
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42 | (2) |
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Asking the Right Questions |
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44 | (2) |
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Avoiding the Wrong Questions |
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46 | (1) |
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Avoiding the Traps of Empathy |
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46 | (1) |
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Sight-Reading Nonverbal Communication and Building Rapport |
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47 | (4) |
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51 | (10) |
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Adapting Communication to the Preferred Styles of Others |
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51 | (6) |
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Technology Tips: Mobile Phones |
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56 | (1) |
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57 | (1) |
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Incivility in Society and the Workplace |
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57 | (1) |
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Types and Causes of Workplace Incivility |
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58 | (2) |
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Maintaining Civil Communications |
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60 | (1) |
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61 | (1) |
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Chapter Takeaway for Interpersonal Communication and Emotional Intelligence |
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62 | (1) |
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63 | (1) |
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64 | (1) |
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65 | (2) |
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67 | (1) |
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67 | (3) |
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3 Team Communication and Difficult Conversations |
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70 | (30) |
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71 | (1) |
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Chapter Case: Listening and Communicating in Teams at the Prestigio Hotel |
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71 | (1) |
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Principles of Effective Team Communication |
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72 | (5) |
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Developing Quick Trust and Working in Short-Term Teams |
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77 | (1) |
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78 | (6) |
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78 | (1) |
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Running Effective Meetings |
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79 | (3) |
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Following Up after Meetings |
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82 | (2) |
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Technology Tips: Online Meetings |
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83 | (1) |
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84 | (2) |
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Focus on Building Trust at Each Stage of Your Virtual Team |
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84 | (1) |
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Meet in Person If Possible |
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84 | (1) |
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84 | (1) |
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Use Collaborative Technologies |
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85 | (1) |
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Choose an Active Team Leader |
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85 | (1) |
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Run Effective Virtual Meetings |
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86 | (1) |
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86 | (2) |
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87 | (1) |
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Work Together at the Planning Stage |
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87 | (1) |
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Make Sure Your Roles and Contributions Are Fair |
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87 | (1) |
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87 | (1) |
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Meet in Real Time Consistently and Ensure the Writing Reflects the Views of the Group |
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87 | (1) |
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Discuss How You Will Edit the Document Together |
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87 | (1) |
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Consider a Single Group Member to Polish the Final Version and Ensure a Consistent Voice |
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88 | (1) |
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Managing Difficult Conversations |
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88 | (5) |
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Embrace Difficult Conversations and Assume the Best in Others |
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88 | (3) |
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Adopt a Learning Stance and Commit to Hearing Everyone's Story |
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91 | (1) |
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Stay Calm and Overcome Noise |
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91 | (1) |
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92 | (1) |
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92 | (1) |
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Avoid Exaggeration and Either/Or Approaches |
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92 | (1) |
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Initiate the Conversation, Share Stories, and Focus on Solutions |
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92 | (1) |
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93 | (1) |
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Chapter Takeaway for Team Communication and Difficult Conversations |
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94 | (1) |
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95 | (1) |
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95 | (2) |
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97 | (1) |
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97 | (1) |
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97 | (3) |
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4 Communicating across Cultures |
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100 | (38) |
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101 | (2) |
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Chapter Case: Carlos Ghosn and Working across Cultures at Nissan |
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102 | (1) |
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Developing Cultural Intelligence |
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103 | (5) |
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Respect, Recognize, and Appreciate Cultural Differences |
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103 | (1) |
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Be Curious about Other Cultures |
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104 | (2) |
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Avoid Inappropriate Stereotypes |
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106 | (1) |
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Adjust Your Conceptions of Time |
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106 | (2) |
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Manage Language Differences |
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108 | (1) |
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Understanding Cultural Dimensions |
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108 | (9) |
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Individualism and Collectivism |
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109 | (2) |
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Egalitarianism and Hierarchy |
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111 | (1) |
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111 | (1) |
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112 | (1) |
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113 | (1) |
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113 | (1) |
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114 | (1) |
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114 | (1) |
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Business Values around the World |
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115 | (2) |
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Technology Tips: Online Calls |
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117 | (1) |
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Building and Maintaining Cross-Cultural Work Relationships |
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117 | (3) |
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Establish Trust and Show Empathy |
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118 | (1) |
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119 | (1) |
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Build a Co-culture of Cooperation and Innovation |
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119 | (1) |
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Learning the Etiquette of Another Culture |
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120 | (1) |
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121 | (1) |
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Generation, Gender, and Other Group Identities |
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121 | (9) |
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Working across Generations |
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123 | (3) |
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Gender and Communication Patterns |
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126 | (3) |
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Displaying Cultural Intelligence with Other Groups |
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129 | (1) |
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Chapter Takeaway for Communicating across Cultures |
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130 | (1) |
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131 | (1) |
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131 | (1) |
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132 | (1) |
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132 | (2) |
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134 | (4) |
| Part 3 Principles for Business Messages |
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5 Creating Effective Business Messages |
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138 | (30) |
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139 | (1) |
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Chapter Case: Justifying a Wellness Program at Eastmond Networking |
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139 | (1) |
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The Process for Creating Business Messages |
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140 | (2) |
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The AIM Planning Process for Effective Business Messages |
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142 | (12) |
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142 | (2) |
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144 | (1) |
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145 | (9) |
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Technology Tips: Using Brainstorming And Mind-Mapping Software |
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150 | (4) |
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Setting the Tone of the Message |
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154 | (7) |
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154 | (1) |
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155 | (3) |
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Sending the Right Meta Messages |
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158 | (3) |
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161 | (1) |
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Chapter Takeaway for Creating Effective Business Messages |
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162 | (1) |
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163 | (1) |
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163 | (1) |
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163 | (1) |
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164 | (3) |
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167 | (1) |
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6 Improving Readability with Style and Design |
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168 | (32) |
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169 | (1) |
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Chapter Case: Promoting Franchises at Sunrise Greeting Cards and Flowers |
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169 | (1) |
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Improving Ease of Reading with Completeness |
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170 | (3) |
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Provide All Relevant Information |
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170 | (2) |
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172 | (1) |
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172 | (1) |
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Improving Ease of Reading with Conciseness |
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173 | (4) |
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173 | (2) |
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Use Short Sentences in Most Cases |
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175 | (1) |
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175 | (1) |
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175 | (1) |
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Avoid Wordy Prepositional Phrases |
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175 | (2) |
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Improving Ease of Reading with Natural Style |
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177 | (5) |
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Use Action Verbs When Possible |
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177 | (1) |
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178 | (1) |
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Use Short and Familiar Words and Phrases |
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178 | (1) |
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179 | (2) |
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Avoid Buzzwords and Figures of Speech |
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181 | (1) |
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181 | (1) |
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Improving Ease of Reading with Navigational Design |
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182 | (3) |
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183 | (1) |
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Highlight Key Words and Phrases |
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183 | (1) |
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Use Bulleted and Numbered Lists |
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184 | (1) |
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Use White Space Generously |
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184 | (1) |
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185 | (1) |
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185 | (4) |
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Technology Tips: Using Spelling And Grammar Checks |
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186 | (2) |
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188 | (1) |
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188 | (1) |
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188 | (1) |
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189 | (1) |
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Chapter Takeaway for Improving Readability with Style and Design |
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190 | (1) |
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191 | (1) |
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191 | (1) |
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191 | (8) |
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199 | (1) |
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7 Email and Other Traditional Tools for Business Communication |
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200 | (30) |
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201 | (1) |
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Chapter Case: Communicating with Emails, Texts, and Calls at the Prestigio Hotel |
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201 | (1) |
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Strategically Selecting Channels for Communication |
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202 | (3) |
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Creating Effective Emails |
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205 | (10) |
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Use Email for the Right Purposes |
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205 | (1) |
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206 | (2) |
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Show Respect for Others' Time |
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208 | (2) |
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Protect Privacy and Confidentiality |
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210 | (1) |
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210 | (1) |
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Maintain Professionalism and Appropriate Formality |
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210 | (2) |
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Manage Emotion and Maintain Civility |
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212 | (3) |
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Instant Messaging in the Workplace |
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215 | (3) |
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Evaluate the Meta Message of Instant Messaging |
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216 | (1) |
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Use IM for Simple and Brief Conversations, Not for Important Decisions |
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216 | (1) |
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Make Sure Your Tone Is Positive, Supportive, and Appropriately Fun |
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216 | (1) |
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Don't Ask Questions You Can Get Answers to Yourself |
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216 | (1) |
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Be Careful about Abbreviated Language, Emoticons, Acronyms, and Emoji |
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216 | (1) |
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Avoid Sarcasm and Jokes in Most Cases |
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216 | (1) |
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Avoid Rescheduling Meeting Times or Places |
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217 | (1) |
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Consider Turning Off Sound Alerts for Incoming Messages/Emails |
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217 | (1) |
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217 | (1) |
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Clearly End the IM Exchange |
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217 | (1) |
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Avoid Personal IM during Work Hours |
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217 | (1) |
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Avoid Sending Instant Messages after Work Hours |
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217 | (1) |
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Establish Rules with Your Colleagues for Instant Messaging in Meetings |
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217 | (1) |
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Managing Your Digital Communication Efficiently |
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218 | (1) |
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Technology Tips: Gender Matters When It Comes To Emails, Texts, And Calls |
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219 | (1) |
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Building Connections with Phone Conversations |
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219 | (3) |
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Schedule and Plan for Your Phone Calls |
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220 | (1) |
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220 | (1) |
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Open with a Warm Greeting and Use Your Caller's Name |
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221 | (1) |
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After Brief Small Chat, Direct the Conversation to the Issues at Hand |
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221 | (1) |
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Speak with a Pleasant, Enthusiastic Voice |
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221 | (1) |
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Share Conversation Time Equally |
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221 | (1) |
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Apply the Rules of Active Listening and Avoid Multitasking |
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221 | (1) |
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Take Notes on Important Points and Summarize Next Steps at the End of the Call |
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221 | (1) |
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221 | (1) |
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221 | (1) |
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Participating in and Leading Group Voice and Video Calls |
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222 | (1) |
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Practice Using the Technology before the Group Call |
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222 | (1) |
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Use Your Webcam Effectively |
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222 | (1) |
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223 | (1) |
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Use Interactive Tools Wisely |
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223 | (1) |
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Start the Call with Purpose and Take Charge |
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223 | (1) |
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Follow the Guidelines of Effective Virtual Meetings |
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223 | (1) |
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Chapter Takeaway for Email and Other Traditional Tools for Business Communication |
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224 | (1) |
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225 | (1) |
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225 | (1) |
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225 | (2) |
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227 | (1) |
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227 | (3) |
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8 Social Media for Business Communication |
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230 | (38) |
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231 | (1) |
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Chapter Case: Communicating with Social Media at the Prestigio Hotel |
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231 | (1) |
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Communicating in the Workplace in the Social Age |
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232 | (3) |
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Using Social Media Tools for Communication within Organizations |
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235 | (9) |
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Organize Your Dashboard to Control Your Communication and Information Flow |
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235 | (1) |
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Create a Complete and Professional Profile |
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235 | (1) |
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Use Blogs and Status Updates for Team Communication |
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236 | (3) |
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Use Shared Files to Collaborate |
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239 | (1) |
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Solve Problems with Discussion Forums |
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239 | (5) |
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244 | (1) |
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Writing Blogs for External Audiences |
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244 | (4) |
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Write Posts for Your Organization |
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244 | (2) |
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Write Posts for a Professional Blog |
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246 | (2) |
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Guidelines for Using Social Media in the Workplace |
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248 | (4) |
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Be an Active Contributor and Join Communities |
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248 | (1) |
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248 | (3) |
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251 | (1) |
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Make Your Content Accessible |
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252 | (1) |
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Make Your Messages Authentic and Friendly |
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252 | (1) |
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Be Responsive and Help Others |
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252 | (1) |
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Respect Boundaries and Avoid Oversharing |
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252 | (1) |
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Managing Your Online Reputation |
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252 | (3) |
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Technology Tips: Using Tagging For Knowledge Management |
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253 | (2) |
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Using Social Media Ethically |
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255 | (3) |
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258 | (1) |
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Chapter Takeaway for Social Media for Business Communication |
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259 | (1) |
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260 | (1) |
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260 | (2) |
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262 | (1) |
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263 | (1) |
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264 | (4) |
| Part 4 Types of Business Messages |
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9 Routine Business Messages |
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268 | (28) |
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269 | (19) |
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Chapter Case: Routine Emails at Smith & Smith Advertising |
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269 | (2) |
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Developing Routine Messages |
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271 | (2) |
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273 | (2) |
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275 | (1) |
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275 | (2) |
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277 | (1) |
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278 | (3) |
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281 | (3) |
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284 | (1) |
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285 | (2) |
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Technology Tips: Voice Recognition Software |
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286 | (1) |
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287 | (1) |
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288 | (1) |
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Chapter Takeaway for Routine Business Messages |
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289 | (1) |
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290 | (1) |
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290 | (2) |
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292 | (3) |
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295 | (1) |
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296 | (38) |
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297 | (2) |
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Chapter Case: Shifting Course at Better Horizons Credit Union |
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297 | (2) |
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The Importance of Credibility in an Era of Mistrust and Skepticism |
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299 | (1) |
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Applying the AIM Planning Process to Persuasive Messages |
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299 | (5) |
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299 | (3) |
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Gather the Right Information |
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302 | (1) |
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302 | (2) |
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Getting the Tone and Style Right for Persuasive Messages |
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304 | (7) |
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304 | (3) |
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Use Action-Oriented and Lively Language |
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307 | (1) |
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307 | (1) |
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307 | (2) |
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309 | (2) |
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Creating Internal Persuasive Messages |
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311 | (3) |
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Constructing External Persuasive Messages |
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314 | (5) |
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Composing Mass Sales Messages |
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319 | (4) |
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Technology Tips: Video Sharing In The Workplace |
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320 | (3) |
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Reviewing Persuasive Messages |
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323 | (3) |
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325 | (1) |
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325 | (1) |
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326 | (1) |
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Chapter Takeaway for Persuasive Messages |
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327 | (2) |
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329 | (1) |
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329 | (1) |
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329 | (1) |
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330 | (3) |
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333 | (1) |
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334 | (34) |
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335 | (2) |
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Chapter Case: Bad News at Marble Home Makeovers |
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335 | (2) |
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Maintaining Credibility When Delivering Bad News |
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337 | (1) |
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Applying the AIM Planning Process for Bad-News Messages |
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337 | (5) |
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Understand How the Bad News Will Affect Your Audience |
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338 | (2) |
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Gather Information from a Variety of Sources |
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340 | (1) |
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340 | (2) |
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Getting the Tone, Style, and Design Right |
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342 | (1) |
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Delivering Bad News to Clients |
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343 | (2) |
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Delivering Bad-News Announcements |
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345 | (1) |
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Turning Down Requests and Ideas |
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346 | (2) |
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Delivering Bad News to Customers |
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348 | (3) |
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Delivering and Receiving Negative Performance Reviews |
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351 | (5) |
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Deliver Negative Feedback |
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351 | (4) |
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Receive Negative Feedback |
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355 | (1) |
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Technology Tips: Providing Performance Feedback With Appraisal Software |
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356 | (1) |
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Reviewing Bad-News Messages |
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356 | (1) |
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356 | (1) |
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357 | (1) |
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357 | (2) |
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Chapter Takeaway for Bad-News Messages |
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359 | (1) |
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360 | (1) |
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360 | (1) |
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361 | (1) |
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362 | (2) |
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364 | (4) |
| Part 5 Reports and Presentations |
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12 Research and Business Proposals and Planning for Business Reports |
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368 | (36) |
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369 | (1) |
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Chapter Case: Analyzing Customer Satisfaction at the Prestigio Hotel |
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369 | (1) |
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Analyzing Your Audience for Business Reports |
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370 | (1) |
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Gathering Information through Primary Research |
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370 | (16) |
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Develop Research Objectives |
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371 | (1) |
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371 | (3) |
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374 | (2) |
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Communicate with Charts and Tables |
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376 | (1) |
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377 | (1) |
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General Rules of Chart Formatting |
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378 | (5) |
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383 | (3) |
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Technology Tips: Using Online Survey Software |
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385 | (1) |
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Gathering Information through Secondary Research |
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386 | (10) |
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386 | (1) |
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387 | (2) |
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389 | (2) |
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391 | (1) |
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Use Online Information for Business Research |
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392 | (3) |
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Applying the FAIR Test to Your Research Data and Charts |
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395 | (1) |
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396 | (2) |
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Chapter Takeaway for Research and Business Proposals and Planning for Business Reports |
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398 | (1) |
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399 | (1) |
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399 | (1) |
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400 | (1) |
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401 | (2) |
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403 | (1) |
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13 Completing Business Proposals and Business Reports |
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404 | (40) |
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405 | (1) |
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Chapter Case: Reporting about Customer Satisfaction at the Prestigio Hotel |
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405 | (1) |
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Developing Business Proposals |
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406 | (1) |
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Demonstrating Excellent Thinking by Applying a Precision-Oriented Style |
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406 | (9) |
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Start with a Clear Statement of the Business Problem or Challenge |
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409 | (1) |
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409 | (1) |
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Document Secondary Research and Avoid Plagiarism |
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409 | (3) |
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Base Recommendations on Facts and Conclusions in the Report |
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412 | (2) |
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Provide Specific and Actionable Recommendations |
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414 | (1) |
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Designing Your Reports to Help Decision Makers |
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415 | (5) |
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Tell the Story of Your Report with an Executive Summary |
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415 | (2) |
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Provide the Story Line with Descriptive Headings and Other Content Markers |
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417 | (1) |
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Use Preview Statements to Frame Your Messages and Accentuate Takeaway Messages |
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418 | (1) |
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Insert Charts and Tables to Draw Attention to Your Key Points |
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419 | (1) |
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Apply Bulleting and Enumerated Lists to Make Passages Easier to Process |
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420 | (1) |
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Create a Cover Page, a Table of Contents, and Appendixes |
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420 | (1) |
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Achieving Objectivity and Positivity through Tone |
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420 | (2) |
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Technology Tips: Using Software To Provide Structure And Documentation |
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421 | (1) |
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Assessing Key Features of a Completed Report |
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422 | (14) |
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Reviewing Your Reports for Fairness and Effectiveness |
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436 | (1) |
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437 | (1) |
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Chapter Takeaway for Completing Business Proposals and Business Reports |
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438 | (1) |
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439 | (1) |
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439 | (1) |
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439 | (1) |
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439 | (4) |
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443 | (1) |
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14 Planning Presentations |
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444 | (30) |
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445 | (1) |
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Chapter Case: Planning a Presentation at Eastmond Networking |
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445 | (1) |
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Applying the AIM Planning Process for Presentations |
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446 | (16) |
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Analyze Your Audience and Gather the Right Information |
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446 | (2) |
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448 | (1) |
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Provide a Compelling Preview |
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449 | (2) |
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451 | (1) |
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Conclude with an Effective Review |
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452 | (1) |
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452 | (23) |
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Technology Tips: Alternatives To Powerpoint |
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461 | (1) |
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Applying the Story Line Approach to Your Presentations |
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462 | (3) |
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Reviewing Your Presentations for Fairness and Effectiveness |
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465 | (1) |
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466 | (1) |
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Chapter Takeaway for Planning Presentations |
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467 | (1) |
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468 | (1) |
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468 | (1) |
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469 | (2) |
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471 | (1) |
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471 | (3) |
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15 Delivering Presentations |
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474 | (22) |
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475 | (1) |
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Chapter Case: Delivering a Presentation at Eastmond Networking |
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475 | (1) |
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475 | (9) |
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476 | (1) |
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476 | (1) |
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Know Your Material and Rehearse |
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476 | (1) |
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Overcome Fear and Speak with Confidence |
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477 | (1) |
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478 | (2) |
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480 | (1) |
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Use the Room to Your Advantage |
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480 | (1) |
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481 | (1) |
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482 | (2) |
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Using Visual Aids and Handouts |
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484 | (2) |
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Use Visuals without Losing Focus on You |
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484 | (2) |
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Technology Tips: Creating Screencast Videos |
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485 | (1) |
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486 | (1) |
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Interacting with Your Audience |
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486 | (2) |
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486 | (1) |
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487 | (1) |
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Present Effectively in Teams |
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488 | (1) |
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Be Clear with One Another about Your Objectives and Key Messages |
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489 | (1) |
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Decide on Your Presentation Roles |
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489 | (1) |
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Stand Together and Present a United Front |
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489 | (1) |
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Refer to One Another's Points |
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489 | (1) |
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489 | (1) |
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Being a Supportive Audience Member |
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489 | (1) |
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490 | (1) |
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Chapter Takeaway for Delivering Presentations |
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491 | (1) |
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492 | (1) |
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492 | (1) |
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492 | (1) |
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493 | (1) |
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493 | (3) |
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16 Employment Communications |
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496 | (46) |
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497 | (1) |
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Chapter Case: Haniz and Jaclyn Apply for Jobs |
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497 | (1) |
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Applying the AIM Planning Process to Resumes and Cover Letters |
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497 | (6) |
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Identify Your Key Selling Points |
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498 | (1) |
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Understand the Needs of Your Potential Employers |
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499 | (1) |
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Develop Your Message for Resumes and Cover Letters |
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500 | (3) |
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Getting the Tone, Style, and Design Right for Resumes and Cover Letters |
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503 | (6) |
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Emphasize Accomplishments with Action Verbs |
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503 | (1) |
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Quantify Accomplishments Where Possible |
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503 | (1) |
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Position Your Most Important Contributions First |
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504 | (1) |
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Remove Irrelevant Details |
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505 | (1) |
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Avoid Cliches, Buzzwords, and Jargon |
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506 | (1) |
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Be Exact and Avoid Errors |
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506 | (2) |
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Group and Label Information to Improve Ease of Reading |
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508 | (1) |
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Format to Distinguish Pieces of Information |
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508 | (1) |
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Select a Simple Yet Visually Appealing Layout |
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508 | (1) |
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Creating Chronological and Functional Resumes |
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509 | (6) |
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Using LinkedIn Strategically |
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515 | (3) |
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Developing a Reference List |
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518 | (2) |
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Develop Relationships with Potential References over Time |
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518 | (1) |
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Contact Your References Ahead of Time |
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518 | (1) |
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519 | (1) |
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Complete a Consistently Formatted, Well- Detailed Reference List |
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519 | (1) |
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Constructing Cover Letters |
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520 | (3) |
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The Cover Letter Often Forms the First Impression |
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520 | (1) |
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Clearly Identify the Position You Are Applying For |
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520 | (1) |
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520 | (1) |
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Show a Confident and Enthusiastic Tone without Exaggerating or Displaying Arrogance |
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520 | (1) |
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Tailor Your Cover Letter to the Job Posting and Needs of the Employer |
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521 | (1) |
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Adapting for Unsolicited Letters |
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521 | (2) |
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Reviewing Your Resumes and Cover Letters |
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523 | (1) |
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Technology Tips: Getting An Insider's View Of Potential Employers |
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524 | (1) |
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524 | (9) |
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Dress for the Interview and Pay Attention to Etiquette |
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525 | (1) |
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Respond Effectively to Interview Questions |
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525 | (5) |
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Succeed in Web Conference Interviews |
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530 | (1) |
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Follow Up after the Job Interview |
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531 | (2) |
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533 | (1) |
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534 | (1) |
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Chapter Takeaway for Employment Communications |
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535 | (2) |
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537 | (1) |
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537 | (1) |
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538 | (1) |
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539 | (1) |
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539 | |
| Appendixes |
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A Punctuation, Number Usage, and Grammar |
|
|
542 | (19) |
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B Formatting for Letters and Memos |
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|
561 | (4) |
| Index |
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565 | |
